Job Title: Customer Services Advisor
Location: Mansfield, Nottinghamshire
Salary: £19,695 per annum
Job Type: Permanent, full time (37.5 hours a week)
Key Responsibilities
General Customer Service Support
- Handle direct Customer Service calls (inbound and outbound), and email for all areas of NAPIT service from customers, consumers and other agencies.
- Frontline customer support for other NAPIT departments, forwarding calls and emails to the applicable business area, including overflow calls during busy periods.
- Logging App & Technical Support Requests.
- Giving basic support of NAPIT software & Apps, notification systems, NAPIT members online portal.
- Processing TPC Notifications.
- Handling/logging complaints against NAPIT activities.
- Handling Reports of NAPIT Non-Recognition.
Consumer Complaints Handling
- Logging all complaints against NAPIT Installers.
- Handling complaints not requiring a Complaint Co-ordinator Investigation.
General tasks
- To undertake any tasks required that are appropriate to the role and grade.
- To be aware of, comply with and promote company policies and practices at all times.
- To be aware of, comply with and promote Equality & Diversity policies and practices at all times.
- To be aware of and comply with Health & Safety policies and procedures at all times, in order to protect your own safety and the safety of others.
- Promote and work to NAPIT’s Core Values.
Essential Skills and Experience
- Good IT skills.
- Good written and verbal English.
- Confident to make outbound and received inbound calls with professional phone manner.
- Able to work on own initiative as well as in a team.
- Attention to detail.
- Customer Service Skills.
- Customer Service Experience (Required).
- Call Centre Experience (Preference).
- Complaint Handling (Preference).
- General industry knowledge would be beneficial but not required.
- Flexible.
- Enthusiastic and can-do attitude.
- Team player.
- Highly organised and hard working.
- Well-presented and good time-keeper.
- Open to and willing to learn new duties.
- Excellent Communication Skills.
- Self-motivated.
Benefits and package:
- Contributory pension.
- Eligibility to join a health insurance scheme following successful 3-month probation.
- On-site parking.
- Various discounts from services provided by NAPIT and external partnerships.
- 20 days p/a + statutory holidays.
Candidate must be able to provide a minimum of two work references upon request.
Candidates with the relevant experience or job titles of; Enquiries Assistant, Technical Support Assistant, Enquiries Advisor, Enquiries Executive, Team Enquiries Advisor, Client Team Enquiries Assistant, Customer Services Executive, Customer Service Representative, Customer Support, Client Service, Customer Service Executive, Customer Services, Customer Assistant, Customer Aid, Customer Service Consultant, Customer Service Administrator, Customer Service Representative, Customer Advisor, Customer Support, Business Support, Customer Service Advisor, Customer Service, Customer Services Officer, Admin Assistant, Receptionist, Administrator, Admin, Administrative Assistant, Support Administrator, Customer Support, Client Service may also be considered for this role.
